Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realise their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com
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Description
At Experian Health, our employees can shape more than products - they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. https://www.experian.com/healthcare/
As a Tier 2 Client Technical Analyst, you will provide ongoing support of Experian Health's clients, after the Experian Health products have been implemented. You will report to the Client Organization and respond to clients and take ownership of advanced level issues, as the relate to the functionality of the BatchSource and Coverage Discovery products, and to ensure Product delivery occurs as expected.
You'll have opportunity to:
- Proved detailed first and second-level support, troubleshooting and problem resolution and handle multiple tasks at once
- Communicate with clients on issues and questions via email, case, chat (Teams) and via scheduled virtual calls
- Notify clients of the status of their support tickets within all agreed to Service levels
- Escalate complex issues to technical and product resource teams with the appropriate information and details to resolve
- Participate in and coordinate meetings for technical troubleshooting sessions with clients and with Experian teams
- Research issues and data integrity problems
- Troubleshoot and support real-time and batched transaction processes
- Assist with both manual and automated processes related to file processing, naming, and modification to improve operations
- Monitor production files and results, prioritizing based on size and urgency of processing times
- Document and develop best practices, including for internal team use but also for Knowledge Base for all Support groups
- Report and alert potential issues, disruptions, and those reported by clients via case or email
Qualifications
- 3+ years' experience Customer and Technical Support, in a healthcare revenue cycle environment
- 3+ years' experience with CRM platform (Salesforce), especially case management
- Extract FTP (File Transfer Protocol) support and batch files in a hospital setting
- EDI expertise
Benefits/Perks:
- Great compensation package and bonus plan
- Core benefits including medical, dental, vision, and matching 401K
- Flexible work environment, ability to work remote
- Flexible time off including volunteer time off, vacation, sick and 12-paid holidays
Additional Information
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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